Business Commons^™

Provider And Customer Response To The Service Environment: A Field Experiment, Kendra Fowler, Eileen Bridges

Association of Marketing Theory and Practice Proceedings 2010

This research extends service theory by examining the relationship between providers and customers in an actual retail setting. Findings indicate that employee evaluations of the service environment improve in the presence of a pleasant, congruent ambient scent; providers are also more courteous and customers more friendly. Most importantly, provider mood states act as moderators of the relationships between the service environment and employee attitude as well as customer perceptions of employee behavior. Implications for managers include careful consideration of whether it is desirable to introduce ambient scent, and how to reduce the impact of negative employee mood states.

Using Diffusion Of Innovation Theory To Help Predict The Adoption Of New Technologies In Retailing, Richard Clodfelter

Association of Marketing Theory and Practice Proceedings 2010

New technologies are constantly being tested by retailers to determine their applicability to business operations. This paper examines diffusion of innovation theory and its applicability to assisting retailers in making decisions about the implementation of these new technologies. This paper concentrates on one form of biometric technology that is currently being tested by several retailers—fingerprint authentication at point-of-sale. The purpose of the paper is to identify components and processes, based on diffusion of innovation theory, that could be tested to better determine how consumers will react to the introduction and implementation of new technologies in retail stores.

A Study Of Market Segmentation In High-Tech Startup Ventures, Alan D. Lish

Association of Marketing Theory and Practice Proceedings 2010

Much has been written about the benefits of market segmentation. In fact, it provides the basis of most marketing strategies in larger firms. But while larger firms understand the benefits of market segmentation and put it into practice, many start-up firms seem to ignore or dismiss segmentation as an essential marketing strategy. This paper explores the practical use of market segmentation as it applies to high-tech start-ups, examines its use in those companies, and tries to determine if segmentation strategy is used by start-ups in other, non-traditional ways.

Exploring B2b Brand Equity: Beyond The Traditional Models, Rick Mathisen, Michael Musante

Association of Marketing Theory and Practice Proceedings 2010

The original concept of brand equity was proposed by David Aaker in 1991. Subsequently Keller also proposed that concept of reseller brand equity. Brand equity in Aaker’s and Keller’s models was based on the value of the brand to the consumer. Little research or models have been proposed that address brand equity of B2B products. Yoo and Donthu tested a model of brand equity in the consumer market. The inputs were based on distribution intensity, store image, pricing, advertising and price deals. These were found to affect perceived quality, brand loyalty and brand associations consistent with the Aaker model. The …

Customer Compliance Through Automated Marketing In Higher Education Practice, Edward Kasabov

Association of Marketing Theory and Practice Proceedings 2010

The Marketing Concept, Relationship Marketing Concept, and associated conceptions of customer orientation and customer centricity have been imported into pedagogy. Using empirical findings about Customer Compliance through Automated Marketing, we argue that Higher Education institutions can successfully supplant the currently dominant customer-centric thinking with the successful practices of what we refer to as ‘customer compliance’ businesses (CCBMs). The CCBM philosophy and strategies defy traditional theories of dealing with customers and especially with dissatisfied customers during service recovery and complaint management. CCBM philosophy and success can be replicated by academic institutions as well. We provide specific advice on the application of …

The Role Of Cognitive Dissonance In A Service Setting, Young (Sally) K. Kim

Association of Marketing Theory and Practice Proceedings 2010

While numerous studies used the theory of cognitive dissonance to explain consumer behavior, there is no study as of today that applied the theory to the service industry to investigate the role of cognitive dissonance in influencing important marketing-related variables such as perceived value and trust. This study examines the relationship between cognitive dissonance and relationship variables (trust and value) and proposes a model to understand how consumers process information facing a negative word-of-mouth message that is incongruent with their existing belief and how cognitive dissonance affects their behaviors. The proposed model is tested using data collected via mail survey …

Are Nonprofits Choosing The Right Type Of Website, Dave Mcmahon, Samuel Seaman

Association of Marketing Theory and Practice Proceedings 2010

The authors review the issues confronting nonprofit organizations and describe the types of websites to consider by size of the organization and focus of the organization. An analysis is done on an initial population of 609 organizations. The managerial implications address possible ways to optimize the use of resources for small and larger organizations.

Organization Structure And Service Capabilities As Predictors Of Supply Chain Performance: B2b Seller’S Perspective, Harash J. Sachdev, G. Russell Merz

Association of Marketing Theory and Practice Proceedings 2010

In buyer-seller exchanges the seller not only provides the goods and service but also transfers its organization capabilities on to the buying firm. Improper selection and usage of these capabilities may reduce the seller’s sustainable competitive edge in future transactions in this supply chain. Through field interviews and Resource Based View literature, the authors propose and test a model linking organization structure, service capabilities, and seller’s satisfaction and performance in business-to-business exchanges. Based on eighty-seven responses, the results indicate that autonomous structure has a positive impact on all three service capabilities. Formalization has a positive influence on only logistics service …

Business Consulting: A Marketing Strategy For The Entrepreneur, Anne Marie Klein

Association of Marketing Theory and Practice Proceedings 2010

The purpose of this study is to propose a framework of a marketing strategy for business consulting entrepreneurs. Although research related to entrepreneurial marketing for business-consulting firms is minimal, the intent is to create a foundation for additional research. With a case study research methodology and a review of the literature on entrepreneurial marketing, this study synthesizes this research into a framework for entrepreneurs to create a marketing strategy for their business consulting firms. Albeit in its infancy, entrepreneurs of business-consulting firms may be able to glean important marketing elements for the creation of a marketing strategy.

The Psychodynamic Limits Of Fractured Relationships: When Emotional Tensile Strength Is Broken, Mary F. Mobley, Micheal C. Mobley

Association of Marketing Theory and Practice Proceedings 2010

The Special Session will address factors that lead to the disintegration of once strong partnerships and alliances and outline the psychodynamic limits that lead to fractured relationships. Behavioral constructs employed in a psychiatric medicine setting will be discussed relative to their heuristic value in strategic relationship management setting. Further, the concept of emotional tensile strength will be explored.

Preparation For An International Sport Event: The Promotional Strategies Of 2009 Kaohsiung World Games, Steve Shih-Chia Chen, Ronald Dick, Ashley Mcnabb, Yin-Chu Tseng

Association of Marketing Theory and Practice Proceedings 2010

This study presented administrative and marketing-related information on Kaohsiung City’s preparation for the 2009 World Games. The presented information was allocated through an extensive literature review on secondary sources, personal interviews, and observations from fall of 2008 to summer of 2009. Promotional strategies and activities, projected financial and sales data, reports on constructions, and issues and challenges related to the Games were further analyzed. The study further discussed the “not-for-profit” approach that was practiced by many East Asian Countries to gain international recognition and promote patriotism while hosting a major sport event.

Implementing The Customer Relationship Paradigm In Sports Marketing, Lynn W. Mcgee

Association of Marketing Theory and Practice Proceedings 2010

With the increasing attention to services marketing, the paradigms that guide marketing practitioners are shifting. An emerging approach useful to sports marketing is the study of customer relationships and their role in marketing mix design. This qualitative study examines the process, benefits and costs of implementing the customer relationship paradigm in brand identity development. A new baccalaureate university introduced athletics—and needed a mascot, colors and visual identity. Gronroos’ model of external, internal and interactive marketing guided the process. The results demonstrated the benefits of the approach and identified the need for stronger concepts and measures in this emerging research.

Dimensions Of Event Quality Associated With High School Football Games: Scale Development, Kevin K. Byon, Matthew Ziemnik, Eddie Lam, James J. Zhang

Association of Marketing Theory and Practice Proceedings 2010

The current study was the first attempt to develop a scale that measures high school football event quality that could lead to sport consumption. With continued improvement of the scale, the EQS-HSF has great potential to be a valuable marketing tool to examine sport consumption behavior associated with high school football games.

Revolutionizing The Market: Electronic Branding Strategies Within Ncaa Fbs Athletic Departments, Coyte G. Cooper, Richard M. Southall, Matthew Cooper

Association of Marketing Theory and Practice Proceedings 2010

Increasing competition for the discretionary dollar of sport consumers has created an environment where sport organizations are forced to find strategies to differentiate themselves from the competition (Mullin, Hardy, and Sutton, 2007; Ross, 2007). One rapidly growing platform that sport organizations are now utilizing is e-branding. However, segments of the sport industry are in the infancy stages of developing long- standing practices for communication via new technology (de Chernatony & Christoudoulides, 2004). The purpose of this study was to explore the technologies that Division I FBS athletic departments (N = 64) implement to build their brand image with consumers. The …

A Fighting Chance: The Struggle Of A Historically Black College Athletic Program, James W. Satterfield

Association of Marketing Theory and Practice Proceedings 2010

The purpose of this study was to develop an understanding of the social dynamics surrounding a Historically Black College and University and its local community. The following research questions helped guide this study. What is the perception of South University’s athletic program in the local community? And What is the Community's relationship with South University Three focus group interviews were conducted, each with seven participants as well as semi-structured interviews. It became clear through the course of focus groups and individual interviews that the sociological nature of the relationship between South University and its local community was institutionalized along racial …

Gift Cards And Gift Giving: Research Notes From The Field, Melek Meral Meral Anitsal, Ismet Anitsal, Sara E. Taylor

Association of Marketing Theory and Practice Proceedings 2010

Gift cards are rapidly emerging as a trend in the retail marketplace. However, this emerging phenomenon of consumers’ preference of gift cards has not been explored thoroughly yet. The objective of the current study is to understand consumer reactions to gift cards in terms of their impact in gift giving and gift receiving relationships. Specifically, this research seeks to answer the following research objectives: (1) How gift givers and receivers perceive gift cards; (2) What roles of gift cards play in gift giving rituals; and (3) What meanings gift cards communicate for receivers and givers.

A Successful International Joint Venture: Exploring The Critical Success Factors Of Starbucks Korea, Kyuho Lee, Melih Madanoglu, Jae-Youn Ko

Association of Marketing Theory and Practice Proceedings 2010

International joint venture has become a key foreign entry mode among global service firms. Scholars have devoted significant attention to the theory of international joint venture in the past three decades. However, despite growing interest from academics and practitioners alike, research that would synthesize the model of a successful international joint venture in the service industry has not been established. To close this gap, we undertook a qualitative study using Starbuck Korea case. This study investigates how Starbucks Korea, an international joint venture between the Starbucks Corporation and the Shinsegae Corporation (the Korean joint venture partner of Starbucks Korea) has …

Practitioner Implications On Sample Frame For Single Language Products, Joe Schwartz

Association of Marketing Theory and Practice Proceedings 2010

When a marketing research project is undertaken in a single language the potential for bias through misrepresentation of those who do not speak the language is always an inherent risk. That bias can greatly increase in a market with a significant population that does not speak that language. In practice there are a small number of U.S. markets that can be significantly impacted when addressing this concern. The author identifies the conditions under which this bias can be so great as to skew results. The author extends this to show how the bias can be a significant factor in marketing …

Business Literature: A Cross-Disciplinary Approach To Marketing Education, Nancy L. Bush

Association of Marketing Theory and Practice Proceedings 2010

This paper looks at a course for marketing majors developed to examine literature in

several areas of the business disciplines that are relevant to marketing professionals-to- be. The Association to Advance Collegiate Schools of Business (AACSB) and potential

employers have increasingly suggested that the integration of learning rather than functional silo-oriented learning is the preferred andragogy for business schools, providing students with soft skills as well as technical expertise that are needed for the contemporary employment environment. In examining the then existing traditional General Education Requirements (GER) for Wingate University, the faculty assembly considered ways to increase such cross disciplinary …

Marketing Part-Time Mba Programs: Understanding The Need For And Dimensions Of Flexibility, Lynn C. Dailey

Association of Marketing Theory and Practice Proceedings 2010

Flexibility likely plays a major role in MBA recruitment, particularly for part-time MBA programs. This begs the question, what does flexibility really mean in regards to education? This paper examines the issue of MBA program flexibility. The paper utilizes exploratory research to help MBA marketers better understand consumers need for flexibility and to identify dimensions on which MBA marketers can build flexibility into their programs.

Budgeting In A Chaotic Economic Environment ... Factors Leading To Improvement, Nancy Coulmas

Association of Marketing Theory and Practice Proceedings 2010

Traditional budgets and budgeting processes have been identified as frustrating and inflexible. They are based on immovable targets and often lead to suboptimal attitudes and behaviors. When the budget process is performed in a chaotic economic environment, these negative aspects are exacerbated. This paper identifies and discusses actions that can be implemented to enhance the flexibility of budgets and their processes and to reduce the negative aspects involved.

Retiring Workers Could Present A Problem For Marketers, Even In A Recession, Eileen D. Weisenbach Keller, Doris M. Shaw

Association of Marketing Theory and Practice Proceedings 2010

Today's workforce is aging fast. The tacit knowledge held by those approaching retirement is necessary for firms to compete in the increasingly competitive marketplace. While some research has been devoted to how older workers view their retirement will impact the workplace, minimal attention has been given to how younger workers view this issue. As companies strive to remain market-driven, this paper examines how younger personnel view the impact of retirement on their employers and the impending brain drain. A discussion of implications for the marketing function within firms also is provided.

A Comparative Analysis Of Retail Store Image: Wal-Mart And Dillards, Charles E. Pettijohn, Linda S. Pettijohn, A J. Taylor, Andrew J. Newman

Association of Marketing Theory and Practice Proceedings 2010

The research in this manuscript reports on analyses of retail image which compares the images of two well- known U.S. retailers. The scale used is the research is one that has been specifically designed to evaluate consumers' perceptions of retailers. The results indicate that differential scale items are required to meaningfully assess different varieties of retail establishments. Specifically, the findings indicate that consumers assess retailers in a manner which seems consistent for retail store type. The study offers conclusions and insights based upon the differential items used to assess discount retailers and traditional department stores.

Spirituality: A Multidimentional Construct And Its Implications For Marketing, Emna Zouari

Association of Marketing Theory and Practice Proceedings 2010

The present paper deals with the spiritual value that controls the brain activity of many thinkers as well as with the various definitions and characteristics tied up with it. The ultimate scope throughout this essay is to point out the multi-facets aspect of spirituality. Indeed, spirituality encompasses a personal, interpersonal, and transpersonal context. It revealed thus to be a multidimensional construct, entailing four dimensions namely meaningfulness of life (the goal of one’s living), interconnectedness with people (the various relationships that one nourishes with others), transcendence (feeling of an inexplicable supernatural and divine power) and self-renewal (the relationship with one’s self)

Automated Marketing: A Narrow Focus On Technology Or An Emerging Business Philosophy?, Edward Kasabov

Association of Marketing Theory and Practice Proceedings 2010

As a new area of academic inquiry, Automated Marketing is in its adolescence but has proved to be fast developing and very innovative, mirroring the relatively early stage of the development and application of the technologies that have enabled it. This article widens the understanding of this field of study, which is important both to practice and theory, by drawing attention to two deficiencies: not much has been written on Automated Marketing as such and the little that has been written adopts a narrow technical view while overlooking the significance and impact that it has on marketing, business strategy and …

Identifying Potential Student Blood Donors By Personality Traits, Harold Ogden, Brian Mascarenhas, Milen Minchev, Emilie Pelletier, Ryan Slanley

Association of Marketing Theory and Practice Proceedings 2010

A convenience sample of 149 university students was surveyed on their attitudes and behaviors toward blood donation and with a scale of twenty four personality trait items. These items reduced to a seven- factor structure. The data were divided into two groups of high and low-likelihood of blood donation which were compared on factor means. Differences were seen on the “Concern for Others” and the “Down to Earth” factors although not all items in a factor were different and differences were seen in some non- significant factors. Applications of these finding are suggested.

The Influence Of Increasing Transaction Price To Facilitate Direct Charitable Contribution On Consumer Product Choice, Michael Levens

Association of Marketing Theory and Practice Proceedings 2010

The study of embedding direct charitable contributions into a purchase transaction through increasing product price can enhance opportunities for charitable organizations to proactively approach companies with cause marketing proposals. Typically the case for cause marketing is built on goodwill and the potential for future revenue or profits for the partner company. If increasing product price to include a direct donation can be shown to possess consumer utility, business cases for cause marketing activities are enhanced for all parties involved. The basis for this research is the convergence between the concepts of cause marketing, individual giving, donation behavior, the shopping process …

Attitudes Towards Consumer Transgressions In The Marketplace, Sam Fullerton, Larry Neale

Association of Marketing Theory and Practice Proceedings 2010

A sample of 815 adults drawn from the general American population provided their perception of the appropriateness of 12 questionable consumer actions in the marketplace. The scenarios investigated ranged from illegal actions such as inflating one’s losses when filing an insurance claim to actions that while not illegal, may raise questions of ethics. The 12 scenarios exhibited a wide range of mean responses on the six-point scale thereby supporting an often stated premise that consumer ethics is situational in nature. An array of commonly employed demographic questions was also included on the Internet-based survey, and differences of opinion were documented …

College Students' Choice Criteria Of Retail Banks, Charles Blankson, Trang Phuc Tran

Association of Marketing Theory and Practice Proceedings 2010

The purpose of this research is to develop a scale identifying American college students’ choice criteria of retail banks. It is an exploratory study that complements extant studies on retail bank selection. The reliability of the scale was assessed using exploratory factor analysis and serves as a prelude to further empirical validation analysis. The results present four distinct factors important in the selection of retail banks, namely, "convenience", "competence”, “recommendation by parents" and "free banking - no bank charges". It concludes by discussing managerial contributions, limitations and future research directions.

The Role Of Recovery Marketing To Recapture A Sport Market Over The Past Decade: From Travel And Tourism To Professional And Amateur Sport Business, Eric C. Schwarz

Association of Marketing Theory and Practice Proceedings 2010

Recovery marketing can be defined as the actual or possible regaining, restoration, or improvement of something lost or taken away as a result of a significantly negative situation or event through the transfer of goods and services from producers to consumers. This article seeks to elaborate on the concept of recovery marketing historically and in terms of the sport industry, and how sport marketing efforts can be utilized in various situations to recuperate from negative scenarios. In addition, suggestions will be presented to aid sport marketing professionals in the creation of a recovery marketing plan for their organization.